16 June 2015 ~ 4 Comments

Twitter is…

babbling-brook

There was an interesting article published over on LinkedIn from Alan Wolk, a consultant to the television (traditional broadcast) industry. I added my own perspective to his article which asserted that Twitter isn’t a social network, but instead a broadcast network. In the post Alan likened Twitter to standing up in front of a crowd and giving a speech, […]

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19 May 2015 ~ 1 Comment

Better Than

BYS_better-than

As many of you may be aware, this year I’ve committed to producing a single piece of content (Seth Godin calls it “making art”) every single day in the form of a hand-lettered yellow sticky note. If you’re interested, you can follow these efforts on my Instagram account. Last week I posted the Big Yellow Sticky you see embedded […]

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03 March 2015 ~ 0 Comments

Easier For Who?

bys_policies

When a customer (external or internal) questions a policy or procedure that is foisted upon them by the representative of a company/brand/department with whom they are “trying” to do business, that policy was put in place to make life easier for the company/brand/department — not the customer. February is a short month, and March 1 fell […]

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09 December 2014 ~ 0 Comments

Wrong vs. Different

wrong-zebra

I read a post from a business friend the other day in which he outlined the “right” way to apply for a job, the “right” way to outline and explain past positions on a resume, the “right” way to speak to the interviewer, etc.  All I came away with from his advice and perspective was that this place […]

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06 December 2014 ~ 0 Comments

Breaking Trust and Losing Permission

email-too-much_small

The number of holiday sales emails this year is ridiculous! In past years I received one or two extra emails per list. Three was “aggressive”. But this year I’m getting three per day from some retailers and they simply don’t seem to care that their practice is annoying their list members and current customers. After all — we can just […]

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27 May 2014 ~ 2 Comments

Are You Earning or Burning?

Everything you do Earns a sale (earns a conversation, a returned email, another phone call, a visit to the showroom, a positive online review), or Burns a sale (they never want to hear from you again, they tell 10 friends about their terrible experience with your company, they tell 10 million people on the internet […]

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12 May 2014 ~ 2 Comments

Customer Service Highs and Lowe’s

For a company with a marketing tagline of “Never Stop Improving”, Lowe’s may need to start an in-house home improvement project… A couple weeks ago my mother bought a new dryer (around $400 or $500) from Lowe’s. During the order/checkout sequence the clerk asked if she needed a vent/dryer duct hose (about $15). Since the older dryer she was replacing had been […]

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31 March 2014 ~ 2 Comments

Back-Up Coffee

This morning I arrived early for a meeting at a local Bob Evans. I told the greeter (who also turned out to be the server) that I was expecting to meet one other person. They noticed my laptop bag and asked if we’d need a place to plug-in. WOW… Nice job paying attention and trying […]

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27 February 2014 ~ 0 Comments

Don Draper meets Dr. Seuss

As most of you, as a kid I was a Dr. Seuss fan. Unlike most of you, I continued to not only be a Dr. Seuss fan as an adult — but look back on the old “children’s books” that Theodor Seuss Geisel wrote and see lessons for grown-ups. As a child Green Eggs and […]

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29 January 2014 ~ 0 Comments

Complete The Connection

If you’ve ever been connected with another person through the unsolicited efforts of a third-party mutual friend, they took a risk in order to put the two of you together. In making the referral, that person extended their own reputation (what each of you thought about him or her individually) in the hopes of creating […]

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